Demoulin, Nathalie T. M.; Djelassi, Souad - In: International Journal of Retail & Distribution Management 44 (2016) 5, pp. 540-559
Purpose – The purpose of this paper is to propose and test a comprehensive model that captures individual, system and situational drivers of customers’ intention to use and actual use of self-service technologies (SSTs). Design/methodology/approach – This paper is based on a survey...